How to Send a WhatsApp Template Message
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Step-by-Step from Customer Service Workspace:
1. Open the Customer's Case or Contact
In Customer Service Workspace, open the customer contact or case record.
2. Start a WhatsApp Conversation
On the right-hand panel (the communication panel), click on the + icon or Start conversation.
Choose WhatsApp as the communication channel.
3. Select the WhatsApp Number
The system will automatically pull the customer’s WhatsApp number from their contact record (if configured correctly).
If not present, you’ll need to add/update it in the Contact entity.
4. Choose a Template Message
If this is an outbound (proactive) message, only pre-approved templates can be used.
A list of approved templates will be shown to the agent.
Select the appropriate template.
5. Fill in Template Parameters
WhatsApp templates often have dynamic fields like:
Hello {{1}}, your case {{2}} has been updated.
Fill in the values and click Send.
6. Message Sent
The customer receives the message on WhatsApp.
If they reply, the conversation becomes a two-way WhatsApp session visible in the agent's communication panel
